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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in a high-volume customer service environment, focusing on team development, performance metrics, and process improvements. Capable of addressing escalated customer inquiries with professionalism and empathy while fostering a customer-first mindset.
Highest-signal resume keywords
Customer Service LeadershipCoaching And MentoringPerformance Metrics ManagementTechnical Aptitude With VRCMEscalated Issue Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Data AnalysisProcess ImprovementCustomer Satisfaction TrackingCall Center OperationsWorkflow Refinement
Soft Skills
Interpersonal SkillsEmpathyCollaborationFeedback DeliveryInnovation
Tools & Technologies
VRCMTicketing Systems
Industry Keywords
High-Volume Call CenterCustomer ServiceTeam DevelopmentCustomer FeedbackService Quality
About the role
Key responsibilities & impact- Lead, coach, and mentor the Customer Service team.
- Guide the team through ongoing coaching and support.
- Foster collaboration, innovation, and a customer-first mindset.
- Support team development through regular feedback and skill building.
- Step in for the Customer Service Manager and/or Supervisor when needed.
- Address complex or escalated customer inquiries with empathy and professionalism.
- Coach team members on handling challenging situations.
- Track response times, resolution rates, customer satisfaction, and other key performance indicators.
- Provide actionable feedback to improve performance and maintain service quality.
- Offer frontline insights to refine workflows and improve efficiency.
- Assist with limited process-enhancement project work.
- Serve as a technical and knowledge resource for team members.
- Share customer feedback and insights with other departments to support product and service improvements.
- Perform all other duties as assigned.
Requirements
What you’ll need- Proven experience working in a high-volume, inbound call center is REQUIRED.
- Previous experience leading, coaching, or supervising a customer service or support team.
- Strong coaching and interpersonal skills.
- Ability to handle escalated issues with professionalism and empathy.
- Comfortable working with metrics and performance data.
- Strong technical aptitude; experience with VRCM or ticketing systems is preferred.
- Ability to provide feedback and contribute to process improvements.
- Ability to work a hybrid schedule with four days on-site and one remote workday per week.
- Occasional weekend shifts may be required.
- Ability to work 8:00 AM to 4:30 PM, with a 12:00 PM to 12:30 PM lunch break.
Benefits
Comp & perks- 12 PTO days per year, accrued biweekly, with annual increases.
- 7 paid Holidays.
- 401k contribution match of 4%.
- Comprehensive Medical, Dental, Vision, and Life insurance plans.
- The Company pays 100% of premiums for its employees for Dental, Vision, Life, and select Medical plans.
- Toll Roads Allowance of $100 per month.
- Phone Allowance of $50 per month.
- Company-sponsored breakfasts and lunches.
- Great culture, supportive leadership, engaging activities, employee appreciation, and other perks.